Service Desk Analyst, Resource Pool, 1st Shift

RiseMe; Greenwood (SC); On-site; USD 42,000 - 64,000; Full time

Job summary

RiseMe is seeking an IT Service Desk Analyst to provide front-line technical support across hospitals, clinics, and patient portals. You will handle hardware, software, and clinical systems issues while delivering clear communication and excellent customer service.

Ideal candidates have 1–2 years in a service desk, familiarity with Epic and MyChart, and strong troubleshooting skills in a healthcare setting.

Qualifications

• Associate’s degree in information technology or related field preferred; equivalent work experience will be considered.
• 1–2 years in technical support or service desk, healthcare setting preferred.
• Familiarity with EHR systems and patient portals strongly preferred.

Responsibilities

• Respond to service desk calls, emails, and tickets from hospital staff, clinics, and patients.
• Provide first-level support for desktops, laptops, printers, mobile devices, software, and clinical systems.
• Assist patients with MyChart login issues, account setup, and password resets.
• Monitor system consoles for errors and escalate critical issues to appropriate teams.
• Document troubleshooting steps and contribute to knowledge base articles.
• Collaborate with IT peers to resolve incidents and service requests promptly.

Skills

IT service desk experience

Healthcare environment experience

Customer service mindset

Strong communication skills

Troubleshooting

Education

Associate’s degree in IT or related field

Tools

Epic EHR

MyChart

Job description

8:00AM-5:00PM, Monday-Friday

Position Summary:

The IT Service Desk Analyst provides front-line technical support for a multi-facility healthcare organization, including hospitals, ambulatory practices, and patient-facing applications such as MyChart. The Analyst is responsible for monitoring IT systems, responding to service desk inquiries, resolving hardware and software issues, and ensuring high-quality support to internal staff and external patients. This position requires strong technical troubleshooting skills, clear communication, and a focus on delivering excellent customer service.

Key Responsibilities:

• Respond promptly to incoming IT service desk calls, emails, and ticket submissions from hospital staff, ambulatory clinics, and patients.
• Provide first-level support for a wide range of technologies including desktops, laptops, printers, mobile devices, software applications, and clinical systems.
• Assist patients with MyChart-related inquiries such as login issues, account setup, password resets, and general navigation.
• Monitor system consoles and alerts for network or system errors; escape critical issues to appropriate technical teams as needed.
• Coordinate and document troubleshooting steps for recurring issues; contribute to knowledge base articles and service documentation.
• Use judgment and initiative to assess the complexity of issues and determine appropriate resolution steps or escalation paths.
• Collaborate with other IT team members to ensure timely and effective resolution of incidents and service requests.
• Inform IT leadership of significant incidents, patterns of concern, or service-impacting events.
• Maintain detailed and accurate documentation of support activities in the ticketing system.
• Support onboarding of new users by configuring accounts, devices, and access according to role-based requirements.
• Perform other related duties as assigned by the Service Desk Supervisor or Director of IT.

Education and Skills Qualifications:

• Associate’s degree in Information Technology or a related field preferred; equivalent work experience will be considered.
• 1–2 years of experience in a technical support or service desk role, preferably in a healthcare environment.
• Familiarity with EHR systems (e.g., Epic) and patient portals (e.g., MyChart) strongly preferred.
• Excellent verbal and written communication skills, especially when interacting with non-technical users or patients.
• Demonstrated ability to troubleshoot hardware, software, and network-related issues.
• Strong organizational skills with the ability to multitask and prioritize in a fast-paced environment.
• Customer-focused mindset with a commitment to providing responsive, respectful, and solution-oriented support.